Subject: Escalations and questions to Level 2
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Thu, 20 May 2021 09:56:58 +0000

Hi Pritish,

I’ve noticed that the agents are not asking many questions in the Enterprise Teams chat anymore. When we said that they shouldn’t contact us directly, it didn’t mean that they can’t ask in the common chat, because that should be encouraged. If they just have a quick feature or procedure question for example, they can ask it there. I know that there was a concern that Level 2 isn’t responsive, but if that is the case, the agent should just transfer the ticket to Level 2 to be reviewed rather than wait and not know what to do.

However if they have exhausted the troubleshooting, then the tickets should be escalated promptly to Level 2. We might assign them back with instructions or decide to proceed with them. For agents’ learning assigning back is usually better, as they can then remember it the next time.

Level 1 agents shouldn’t have tickets older than 1 month in their queues (warranty team is an exception). They should be summarized and transferred to Level 2.

Could you please enforce this again? Thank you very much for your efforts!

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

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